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Hello. My name is John Ginovsky.
I'm a contributing editor
to Banking Exchange Magazine,
which is based in New York.
For a number of years,
I've written about
the extraordinarily
dynamic environment
of banking technology,
trying to make sense of it all.
I cannot claim any real expertise
in how that technology
actually works.
But I do have some feeling
for how the technology interacts
with banking customers
for good or ill.
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In this presentation,
I will cover these topics.
What do customers want?
What do customers really want?
What is "simulchannel"?
What is the point?
Mobile as the key to simulchannel.
The top three customer concerns
that banks should seek to address.
And the five "Cs" of understanding
and using mobile
to its best effect.
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So what do bank customers
really want?
Surprise, better customer service.
Or put it in other way,
they want to know
that their bank really knows them,
in order to provide
that customer service.
Now this shouldn't
really come as a surprise,
it's always been true.
But leave it to the analysts,
observers,
and professional advisors
to point out just how true
that really is.
Take for example,
Mercator Advisory Group,
which issued a report
with this headline.
"Bank customers want their banks
to know them better."
Fortunately this report
and others go beyond the obvious
to answer the question,
what do bank customers really want?
It turns out that customers
increasingly are changing
what they really mean
about knowing them better.
Namely, they want their banks
to know them digitally,
as well as in-person.
And here is the key point.
They want their banks
to know them digitally
and in-person at the same time.
This goes beyond
the omnichannel approach.
And if there were such a word,
they want
a simulchannel experience.
